Website Access Problems

WordPress Pro Course

Cannot be accessed at all

➔ Domain Status ➔ Blocked Firewall ( server or ISP)

◆ Inactive ◆ Blocked CSF Firewall
◆ Suspended ◆ Blocked cPHulkd
➔ DNS ◆ Blocked Bitninja (hosting)

◆ Service dns is stop ◆ Blocked ISP klien

◆ Wrong DNS nameserver ➔ Server issue

◆ Wrong DNS record server ◆ Server is down
➔ Unstable Network/ Koneksi tidak stabil
➔ Browser Cache/ Computer
Cek di Downtime
Error/Blank Page

- Error Database - Error in website view

- Blank Page - Sorry page cPanel
- Error ssl
- Error Script - Error many redirect
- Error 401 : Unauthorized - Error maintenance wordpress
- Error 403 : Forbidden - Error cloudflare

- Error 404 : Not Found

- Error 500 : Internal Server Error
- Error 509 : Bandwidth Limit Exceeded
Status Domain - #1
● Status domain is off / status available
Explanation: A domain that is in status available / automatically does not mean the domain has not been actively registered in the
registrar.
Check first step:
What to do: Order registration domain activation.
How to ? We already have a ‘product order’ guide. For Niagahoster services, such guides can be found at:
https://www.niagahoster.co.id/kb/cara-membeli-domain-hosting.
Status Domain - #2
● Domain status is suspended
There are 2 types of suspended domain status, which are
clientHold and serverHold, both are means that domain cannot be
accessed:

clientHold : Domains are suspended by the registrar due to a legal

dispute, not paying for domain renewal which causes the domain
to be deleted by the server.

serverHold : Domain in suspend status due to not verify whois

domain email
http://prntscr.com/i22lmr and http://prntscr.com/i22m91
DNS
● Wrong Nameserver

This problem is caused by setting the nameservers in the domain has an error, make sure that the domain has correctly use
its hosting nameservers..

At Niagahoster service, hosting nameservers can be checked in member area, exactly on “Kelola Hosting”. Here is the guide
https://www.niagahoster.co.id/kb/apa-nameserver-saya

If the client has a private server in another service or use a VPS server, there should be different configuration. However, be
sure to know the nameservers of the server used first.
https://www.niagahoster.co.id/kb/cara-menggunakan-private-nameserver-niagahoster
DNS
● Wrong DNS Record

This happens when the nameserver is correct but the A / Cname record setting is incorrect, eg: wrong to another server IP,
and this generally happens when there are dns changes made by the client.
The solution is to check DNS using https://intodns.com/
DNS
How is the DNS record troubleshooting step wrong?

● Check server IP
The first thing to be sure is, how many ip of the server are used.
If the client uses the hosting server, check the server its
hosting IP first, in the member area. Login member area then
go to “Kelola Hosting”. On the hosting detail there should be
hosting account’s IP on there.
Network/Connection is unstable

Unstable networks/connections also affect to website access such as slow or inaccessible access at all.
To ensure the connection to the server is by way of pinging and tracert (Windows)/traceroute (Linux) domainnya
from the connection used as follows :
~$ ping google.com

Hasil ping tidak stabil (terdapat reply timeout) Hasil ping stabil
Traceroute also can be used to check the stability to the server.
How to run the command as follows:

~$ traceroute google.com
Cache Browser/ Komputer

When a website can be well accessed from our side but from client side it can not be accessed at all, the problem can also be
due to cache in browser or computer cache used.
The solution is to clear cache browser / cache computer used.
- Guide for Firefox browser users
https://support.mozilla.org/id/kb/cara-membersihkan-tembolok-cache-firefox
- Guides for Chrome browser users
https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=id
 Firewall
CSF Firewall
This problem occurs public ip client is blocked by the
firewall, either because they several times failed to
login cpanel, webmail, ftp or any other activity
identified suspicious by the server.
To do the checking, it can be done on the member area.
The step is:
1. Go to Member area
2. Kelola Hosting
3. Unblock IP
Firewall
Firewall PC

This problem occurs because there is a firewall security from the side of
the network used. To prove it, you can try to check by accessing it from
kproxy.com. If access from the page is possible (web view appears) while
access without kproxy is constrained (no web display appears) then make
sure to check firewall configuration on client PC. Surely, this can only be
done by clients who understand the configuration on their PC.
Here's a guide to checking the firewall on your PC:
- http://www.infoteknologi.com/setting-firewall-di-windows-7/
- https://www.aplikasipc.com/cara-reset-pengaturan-windows-fire
wall-di-windows-10/
Server Issue

● Server Down
This is usually because there are serious problems on the server such as hardware problems, power servers, or indeed there
is maintenance by the admin.
Database Error

This problem is more due to stop / error database service or

database configuration that has been made in the script
website or database application not in accordance with the
database / user / password in the hosting yet.

What you should do :

Check details of database information (for hosting can click

mysql databases menu) then make sure the config database
settings in the php config file or its application is appropriate.
 Error blank page

A blank page error occurs when display error is disabled or off,

to find out the detail of the problem please enable / on the
display message in client cpanel via “select php version” menu,
or if using wordpress don’t forget to enable debug mode in
wp-config file, after error message appears, we will know the
cause.

In many cases, this problem is caused by an error script on its

website. For websites that using wordpress, it can be caused by
a plugin / theme that error or wordpress script word error due
to the possibility of failure to update / upgrade the previous
version of wordpress.
Error Code 401, 403, 404, 406, 500, 509
Error 401 : unauthorized due to website visitors do not have permissions for folders that are protected by
password / keyword. This is because the user provides protection on the folder (directory protected).
Error 403 : forbidden because in that directory there is no index file (especially commercial hosting) or setting
permissions on the directory is still wrong, for folder 755, file 644.
Error 404 : not found due to file / folder requested, not found in the database on a website. (in the case of web
wordpress/other cms, this is due to the incorrect rewrite settings)
Error 406 : non acceptable due to requests from the browser can not be fulfilled by the server. (this case is rare)
Error 500 : internal server due to a configuration error in the hosting account. In some cases this problem is due to
an error script in the htaccess,
Error 509 : bandwith exceed limited due to bandwidth usage on hosting account has exceeded the quota set for
hosting account. (this is not the case in Niagahoster because we provide hosting with unlimited bandwidth)
Error in Display

The problem of display error is the appearance of a messy website or there is one content that is not loaded well,
generally this problem due to url site settings on the website has not been set correctly. In some cases, it happens
after the process of moving the website data or after changing the domain name of the website, so some sources
like css or javascript is still set to the old URL.
Error Sorry Page cPanel

This problem occurs due to IP discrepancies set in the

DNS record in the DNS server and also the IP hosting
account, for that make sure that the IP in the show when
the ping test the same website with IP hosting account
in the member area.

This problem can also be corrected by doing a DNS reset

from the domain installed in cPanel.
 Error SSL / Connection is not secure
This problem occurs when the website has not been
installed SSL, but accessed via https or SSL status
that has been installed previously been expired.

What to do:

- check the website if there is an active SSL service

there, if there is no SSLnya, you can confirm to the
client and suggest to order SSL service or install
Free ssl on cpanel

- in case the website is already installed SSL but SSL

is not running, make sure the status of SSL is still
active and not expired
Error many redirect

This problem occurs when many redirect settings are

set. Therefore, make sure that if there is a redirect
setting, then only 1 redirect is enabled and make sure
it doesn’t set the same double setting there.

Checking the redirect configuration can usually be

done in the htaccess file of the website.
Error Maintenance Wordpress

This error occurs when automatic wordpress

maintenance mode is enabled after the process of
updating / upgrading version of wordpress is done,
at the time of this maintenance mode website will
display the message,

“Briefly Unavailable for Scheduled Maintenance

Error in WordPress”

Solution: access the domain root directory hosting

it then delete or rename the file .maintenance
Error Cloudflare

This happens because the DNS configuration in the

cloudflare account is not yet appropriate.

Such as A Record, CNAME, MX, and also often

occur when the middle of Free SSL installed in
Cpanel Customer, which in the Crypto Cloudflare
settings need to be configured from Flexible to Full
Email Definition and Troubleshooting
How it works:
Mail Application
Server Side / Webmail Client Side

- Roundcube, - Outlook,
- SquirrelMail, - Thunderbird,
- Horde, - etc.
- etc.
 Mail Authentication

SPF (Sender Policy Framework) DKIM (DomainKeys Identified Mail) PTR

The SPF (Sender Policy DKIM (DomainKeys Identified PTR Record is like a reverse
Framework) system allows Mail) is an incoming email version of A record. A record
you to specify the servers and verification tool. This ensures maps the domain name to an
IP addresses authorized to that incoming emails are not IP address, while PTR maps
send mail from your domain. modified from the sender. the IP address to the
hostname.
 Causes of Email Problem in Hosting
Email Reception Email Delivery

➔ Webmail ➔ Webmail
◆ Happen in an account ◆ Mail Server is shutted down/has an error
◆ Domain is expired/suspended ◆ Blocked by max defers
◆ Wrong MX Record ◆ Blocked by h24 SMTP
◆ Blocked by Mail Security (SBL/RBL) ◆ Blocked by h24 send out by cPanel
◆ Mail Server is shutted down ◆ Blocked by Mail Security
◆ cPanel is listed in Greylisting ◆ Suspended mail account cPanel
◆ Mailbox is full ➔ Outlook
◆ Inodes is full ◆ Mail Server is shutted down/has an error
➔ Outlook ◆ Blocked max defers
◆ Domain is expired/suspended ◆ Blocked h24 SMTP
◆ Wrong MX Record ◆ Blocked h24 send out by cPanel
◆ Blocked by Mail Security (SBL/RBL) ◆ Blocked by Mail Security
◆ Mail Server is shutted down ◆ Client’s IP is blocked Firewall/network error
◆ Listed in Greylisting ◆ Wrong setting in SMTP
◆ Client’s IP is blocked by Firewall/ network error
◆ Wrong setting in POP3/ IMAP
◆ Mailbox is full (IMAP)
 Email Problem Analysis
To learn about email problems easily, we will divide the topic into 2 categories:

- Problem in email reception

- Problem in email delivery
Problems in Email Reception
Email Reception
in Shared Hosting
Mailbox is Full
● Detail : This problem is caused by the disk quota in an email account is full
● Problem/Error message which is shown :

* This error message appears on page Track Delivery report in cPanel. To access Track Delivery Record page, you must login to cPanel ->
search 'Track Delivery' -> click menu 'Track Delivery' -> click button 'Show All'’

● Solution : reduce the email usage in the disk, or you can pull email data to client email application
(outlook / thunderbird) using POP3
Blocked by Greylisting
● Detail : This problem is caused by email blocked by graylisting cpanel feature
● Problem/Error message which is shown :

* This error message appears on page Track Delivery report in cPanel. To access Track Delivery Record page, you must login to cPanel ->
search 'Track Delivery' -> click menu 'Track Delivery' -> click button 'Show All'’

● Solution: Set off Greylisting feature in cPanel. You can do it login to hosting cPanel -> go to Configure
Greylisting menu -> click button off
Suspend Incoming Mail
● Detail : This problem is caused by incoming mail account is suspended, can be due to suspended by us
(admin) or clients themselves.
● Problem/Error message which is shown :

* This error message appears on page Track Delivery report in cPanel. To access Track Delivery Record page, you must login to cPanel ->
search 'Track Delivery' -> click menu 'Track Delivery' -> click button 'Show All'’

● Solution: Enable incoming mail in their email account, how: Login to cpanel hosting account -> click
menu Email Account -> click button More -> click Unsuspend Incoming Mail
Problems in Email Delivery
Email Delivery in Shared
Hosting
Mail Server Service is shutted down/has an error
● Detail : This problems occur because the mail server service is off, there is misconfiguration, or error
on the mail service on the server
● Problem/Error message which is shown : Happen on all accounts in the server
● Solution : Confirm to CS
Terblock max defers

● Detail : This problem is caused by sending emails to invalid addresses many times up to 25% of total
emails sent in one hour, the server will automatically temporarily block for protection to prevent mass
email and spamming,
● Problem/Error message which is shown :

Domain xxxxx.net has exceeded the max defers and failures per hour (5/5 (27%)) allowed.
Message discarded

● Solution : Make sure no email delivery fails again because the block will automatically be released
after 1 hour if no sending activity fails again.
Blocked by H24 SMTP
● Detail : This problem is caused terblock H24 SMTP because h24 system detects there is sending email
with high/unnatural amount
● Problem/Error message which is shown :

* This error message is shown after click send

● Solution : Contact CS
Terblock H24 send out by cPanel
● Detail : This problem is caused by the capacity of the email disk used exceeds the limit of the email
disk that we provide. Details about the email limit can be checked at
https://www.niagahoster.co.id/kb/maksimal-penerima-dan-ukuran-size-email

● Solution : Contact CS
http://bit.ly/MateriTroubleshoot
Thank you